Customer Success Representative Public Safety Products Lanham MD

Customer Success Representative - Public Safety Products - Base Salary to 65k/year - Lanham, MD

• Our client is a full line industrial and safety products distributor. They have been in business for over 40 years and sell primarily to local and state governments, along with fire and law enforcement, and emergency response. They are looking for a Customer Success Representative that will support the Outside Sales Team, for one of their Branch Locations in the Lanham, MD area.
• The Customer Success Representative will be responsible for all inbound customer calls, addressing customer issues regarding orders, sourcing products, and making decisions regarding claims and resolutions and make outbound calls as necessary. The Customer Success Representative assists customers with pricing, inventory and lead time on all available items. The Customer Success Representative will also provide freight estimates, order status, order tracking information and submit rush requests to meet in hands date via phone or email.

• Answer calls from customers and sales team to assist with product questions and order status, rushes, inventory, quotes, and claims.
• Communicate with customers by telephone or in person to provide information about available products. Refer customers as needed to the outside sales representative for in‑depth requirements and options.
• Keep records of customer interactions, recording details of transactions, inquiries, complaints or comments as well as actions taken.
• Source products to meet customers’ needs.
• Provide timely feedback to the Office Manager regarding service failures or customer complaints.
• Assist the outside sales associate with finding/developing bid opportunities as found through the internet, referrals, etc. Ensure quotations are submitted in a timely manner and assist with the follow‑up process to bid award.
• Process customer orders utilizing Epicor Profit 21.
• Respond to customer emails and faxes.
• Track and maintain orders that you are assisting with and keep constant contact with the customer to ensure the order is being processed and handled correctly.

• At least 1+ years of prior customer service experience in a fast‑paced setting preferred.
• Ability to work independently, but also with a team.
• Strong attention to detail and how details fit into the big picture.
• Strong Microsoft Office 365 skills to include Word, Excel & Outlook.

• Base salary in the 60k - 65k/year range plus annual bonus.
• Medical, Dental & Vision Insurance.
• 401k Program, etc.